Terms and Conditions
This website at the URL (uk.pandora.net/en) ("the Pandora website") is owned by Pandora A/S, a company registered in Denmark under Central Business Register number: 28505116, whose registered office is at HOVEDKONTOR, Havneholmen 17-19, DK-1561 Copenhagen V, Denmark ("Pandora A/S").
Products purchased via the Pandora website will be sold to you by Pandora Jewellery UK Limited, a company registered in England and Wales under company number 06654012 whose registered address is at 33 George Street, London, W1U 3BH ("Pandora"). Pandora's VAT number is GB213663917.
It is important that you read these terms and conditions ("Sales Terms") carefully before ordering any Products from the Pandora website. Your purchase of Products via the Pandora website will be governed by the Sale Terms. By ordering any Products, you agree to be bound by the Sale Terms.
1. About These Sales Terms
These Sales Terms are applicable to all orders and purchases made via the Pandora website. Pandora may revise these Sales Terms from time to time. Any changes to the Sales Terms will apply on or after the date that the revised Sales Terms are published. You are advised to check this page from time to time to take notice of any changes, as they are binding on you.
Pandora offers products for sale via the Pandora website to consumer customers. Pandora reserves the right to not fulfil orders placed by non-consumers or by individuals who fail to comply with these terms.
With regard to purchases made by you via the Pandora website, Pandora will usually communicate with you electronically by email, using the email address provided to Pandora when you place an order or otherwise communicate with Pandora. You may still contact us using one of the methods referred to in section 17 (Contact Details) below or by using the contact details on the Pandora website.
In using the Pandora website you agree to comply with Pandora's Acceptable Use Policy
BEFORE PLACING AN ORDER FOR PRODUCTS YOU MUST READ AND AGREE TO BE BOUND BY THESE SALES TERMS.
YOUR ATTENTION IS DRAWN IN PARTICULAR TO THE PROVISIONS OF SECTION 15 (LIABILITY). IF YOU FIND YOURSELF UNABLE TO AGREE TO THESE SALES TERMS YOU MAY NOT PROCEED TO PURCHASE ANY PRODUCTS LISTED ON THE PANDORA WEBSITE.
2. Your account
If you create an account (personal user identification or username) on the Pandora website, you are responsible for maintaining the confidentiality of your username and password and for restricting access to your password.
By creating an account, you agree to accept responsibility for all activities and purchases that occur under your account, unless those activities or purchases are carried out by an unauthorised third party who has gained access to your account other than by reason of your negligence or carelessness.
Pandora makes no guarantee that the Pandora website or your account will be error free or secure from bugs or viruses. You are responsible for your own information technology and security and you should use your own virus protection software. Please tell us immediately if your account or payment details have been lost or stolen. If we become concerned about the security of your account we may block access and usage.
3. Placing an Order
To be able to buy Products you must:
• read and accept these Sales Terms;
• provide your name and address, phone number, email address, payment details and other required information;
• provide an eligible delivery address in Great Britain or Northern Ireland (see below for further details);
• be legally capable of entering into binding contracts; and
• be the owner or authorised holder of a valid debit/credit card, gift card or Apple Pay account (see section 6 (Payment) for details of the payment methods accepted on the Pandora website).
You may place an order by clicking on the "ADD TO BAG" button and proceeding to the checkout page.
At the checkout page you will be provided with an opportunity to review your order(s), read and accept these Sales Terms, check the total price of your order(s) and the information you have provided, and correct any input errors before confirming your order(s).
You must check and ensure that your delivery address is correct before placing your order as it may not be possible to change your address before the order is dispatched. Please see section 4 (Order Processing) below which deals with this in more detail.
The Pandora website currently ships to all addresses within Great Britain and Northern Ireland excluding hotels, hostels, prisons, P.O. Boxes and BFPO (British Forces Post Office) addresses. We do not currently deliver to Channel Islands.
4. Order Processing and Contract Formation
Once you have submitted your order(s) using the Pandora website, Pandora will send you an email acknowledging receipt of your order(s) ("Order Receipt Confirmation") and setting out details of the ordered Product(s).
Pandora may not always be able to accept your order and Pandora may choose not to accept your order in its sole discretion. For example (without limitation) there may be pricing errors, insufficient stock, unusual orders or orders which Pandora suspects are not placed in good faith. There may also be unexpected events outside of our control meaning we may be unable to fulfil your order.
If your order is not accepted Pandora will inform you via email, and if any payment has already been taken you will be reimbursed in full for any sums paid to Pandora for that order.
After receiving your order(s), Pandora will check that the relevant Product(s) is/are in stock. A contract for the sale of Products between you and Pandora, which will be governed by these Sale Terms, will only be formed when Pandora emails you confirming that all or part the Product(s) is/are still available and has/have been dispatched ("Shipment Confirmation").
The contract is formed upon Pandora sending the Shipment Confirmation to you at the email address provided with your order. Please contact Pandora's Customer Care Team if you have not received your Shipment Confirmation within 72 hours of placing your order.
A contract for the sale of Products will relate only to those Products whose dispatch has been confirmed in the Shipment Confirmation. Pandora will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Shipment Confirmation.
In the Order Receipt Confirmation you will receive a copy of these Sales Terms, however you are encouraged to download, save and/or print a copy of your Order Receipt Confirmation and these Sales Terms for your records.
If you would like to amend or cancel your order before you have received your Shipment Confirmation, you must contact the Pandora Customer Care Team as soon as possible using one of the methods set out in section 17 (Contact Details) or as otherwise set out in the Order Receipt Confirmation. It may not be possible to amend or cancel your order, or to prevent dispatch of the Products, due to the speed with which orders are processed. If Pandora is unable to amend or cancel your order and the Products are dispatched to you, you have the option of either refusing to accept the delivery, in which case the Products will be returned to Pandora, or accepting the delivery and then returning the Products to Pandora in accordance with section 12 (Returns and Refunds).
Once you have received your Shipment Confirmation, it will be too late to prevent the Products from being dispatched to you. If you would like to cancel your order after this point, please see section 12 (Returns and Refunds) below.
5. Prices, Shipping and Handling, Charges and Taxes
The price charged for a Product will be the price in effect at the time your order is placed and will be set out in the Order Receipt Confirmation and in your Shipment Confirmation. All prices are payable in Great British Pound Sterling (GBP).
In the event of a pricing error, whether on the Pandora website or in an Order Receipt Confirmation or otherwise, you accept that Pandora has the right to correct such error and charge the correct price or cancel the order. If the actual price is more than the amount shown on your Order Receipt Confirmation, Pandora will notify you of the correct price and give you the option of proceeding with the order or cancelling it. If we are unable to contact you or if we do not receive a response from you, your order will be cancelled and any amounts paid by you to Pandora for the Products will be reimbursed. If you do not want to proceed with your order your sole remedy in the event of such a pricing error is to cancel your order.
You acknowledge that even after Pandora has sent you the Shipment Confirmation, if the pricing error is obvious and could reasonably have been recognised by you as an error, then Pandora will be under no obligation to provide the relevant Product(s) to you at the incorrect price.
Prices for the Products include VAT and/or other applicable taxes but do not include charges for shipping and handling. Separate charges for shipping and handling (and their related VAT or other taxes) will be clearly displayed on the screen prior to the completion of your order and will be confirmed in your Order Receipt Confirmation.
Prices for Products and for shipping and handling are liable to change at any time, but changes will not normally affect orders in respect of which we have already sent you a Shipment Confirmation (save in the case of a manifest pricing error as described above).
Payment shall be made by one of the methods you have selected during the checkout process (being VISA, MasterCard, Maestro, PayPal, Apple Pay or Pandora Gift Card).
Approved credit and debit card types are listed at the Pandora website checkout. In the event Pandora does not receive the appropriate authorisation from your card or payment service provider, Pandora reserves the right to reject your order.
Payment for your order, including all applicable taxes, shipping and other charges, will be settled from the applicable card or payment service once Pandora has sent you the Shipment Confirmation.
You should allow up to 4 days (excluding Sunday and bank holidays) for standard delivery and up to 2 business days for express delivery (orders must be placed by 8:30pm) for in stock items (check here for current delivery periods). Delivery shall in any event take place within 30 days after Pandora has sent you the Shipment Confirmation. Pandora reserves the right to substitute another carrier of equal or lesser cost to deliver your order. The delivery options described above are the only shipping options available for sales through the Pandora website. Pandora is unable to accept any special delivery requests, which are outside the scope of these two options.
If Pandora cannot deliver your order within the period specified in your Shipment Confirmation, Pandora will notify you as soon as possible. You may choose to cancel your order, in which case Pandora will provide you with a full refund. If you choose not to cancel your order, Pandora will endeavour to deliver your order within a reasonable period of time.
If you unreasonably defer delivery or delay the receipt of delivery after Pandora has notified you that the carrier has tried to deliver the ordered items to you, or if you have provided Pandora with an incorrect delivery address which results in an unsuccessful delivery, the delivery package will be returned to Pandora, your order will be cancelled and a full refund will be issued to you.
8. Events Outside the Control of Pandora
Pandora shall not be held responsible for delay or failure to perform, if the delay or failure is caused by any act, event, non-happening, omission, accident or circumstance beyond its reasonable control, including, but not limited to:
• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• strikes or lock-outs (or other industrial action);
• national or local states of emergency;
• interruption or failure of communication or transportation facilities;
• power or utility outages;
• non-performance by suppliers or subcontractors (other than by companies in the same group of companies as Pandora A/S);
• earthquake, fire, explosion, storm, flood, subsidence, epidemic or other natural disaster;
• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• the acts, decrees, legislation, regulations or restrictions of any government.
In such circumstances, Pandora will notify you and take reasonable steps to minimise any delay. The time for Pandora's performance of its obligations is deemed to be extended for the period that any of the above continues. If Pandora is unable to fulfil your order because of any circumstances outside of its control, or if there is a substantial delay to our delivering your order, you may cancel your order and obtain a full refund.
9. Product Availability
Pandora uses reasonable efforts to ensure the availability of Products you order from the Pandora website. However, Products are made available to purchase on a "first in-first out" basis and are only available while stocks last.
10. Compatibility, Product Information
Please take care when placing your order to ensure that the Products you purchase are compatible for the intended use. Please use the Pandora website as your final point of reference when checking compatibility. In the event of a difference between the Pandora website content and any other website (or any other source of information) the compatibility of Products as shown on the Pandora website at the time of purchase will be seen as taking precedence.
Images on the Pandora website may vary depending on your device's display quality. Whilst every effort is made to reproduce images of the Products in the most accurate way possible, these images are for illustrative purposes only and your Products may vary from those images for example, in colour, size, pattern and texture. The packaging of Products may also vary from that shown in images on the Pandora website.
If the Products you have received do not correspond to the ones you have ordered, or if your delivery is incomplete or damaged in transportation, please contact the Pandora Customer Care Team for assistance without delay, either via email or by phone.
Ownership of the Products will pass to you only when Pandora has received full payment in respect of your order, including all taxes, shipping and other charges. The Products will be at your risk from the time of delivery.
12. Return and Refund
Christmas Extended Returns
During the Christmas period, any full price products purchased from 19.10.20 can be returned and exchanged up to and including 17.01.21. This will overwrite the standard 30 day rule. Outlet stores not included, standard outlet returns policy applies.
Exchanges are currently not offered online and will need to be made in store.
Sale/discount products purchased online can be returned within 14 days from the date of purchase. Sale/discount items purchased online can not be refunded in store and will be offered as an exchange only within 14 days from the date of purchase.
All products must be in unworn, saleable condition.
This does not affect your legal rights (including in relation to faulty products). All disputes will be settled under English Law.
Cancellations under the Consumer Contracts Regulations
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”), you have a legal right to cancel your purchase during the cancellation period. The cancellation period begins on the date that the contract is formed (when Pandora sends you the Shipment Confirmation) and continues until the end of 14 days starting on the day after you receive the Product. This cancellation right applies to both sale and non-sale Products but does not apply to Excluded Products as set out below. If the Product has been dispatched to you before you cancelled the purchase, you must return the Product to Pandora within 14 days starting on the day after you cancel the order. If you wish to cancel your purchase under the Consumer Contracts Regulations, you can take advantage of the Pandora website’s free Returns Process. You are not obliged to follow the free Returns Process, but if you do not do so you will be solely responsible for the cost of shipping any Products back to Pandora.
If you do not wish to use the free Returns Process, you can cancel your purchase by notifying the Customer Care Team either by using our Contact us form or by telephone to the Freephone number 0808 2345 431 (check opening hours here) or by ordinary mail to Pandora Jewellery UK Limited at Ecommerce Department, 33 George Street, London, W1U 3BH. You may also use this Withdrawal Form to cancel your purchase (and, if you do so, Pandora will confirm receipt by email). Alternatively, you can simply return your Product to Pandora at PFS Conexus, Unit 7 Mountpark Southampton Wide Lane, Southampton, SO18 2NQ within the 14 day period starting on the day after delivery, in which case your return will be treated as your notice of cancellation. When you return your Products to Pandora, please include your name, email address, order number and order date to help Pandora identify your order quickly.
If you cancel your purchase under the Consumer Contracts Regulations, Pandora will refund to you the full price you paid for the Product (including all VAT and/or other taxes) together with delivery costs you have paid, although, as permitted by law, the maximum delivery costs refunded will be the cost of the standard delivery service.
Once Pandora has received and validated your returned Product, Pandora will send you an email to confirm the validation. Any refund due to you will be made as soon as possible and in any event within the period of 14 days after the day on which Pandora receives the Product back from you or, if earlier, the day on which you provide Pandora with evidence that you have sent the Product back to Pandora. If the Product was not dispatched to you, you will be refunded within the period of 14 days after you inform Pandora of your decision to cancel the purchase. Pandora will refund you by the same method you used to make payment.
Pandora is entitled by law to reduce your refund to reflect any reduction in the value of the Product, if this has been caused by your handling it in a way which would not be permitted in a shop. If Pandora refunds the price paid before it has an opportunity to inspect the Product and later discovers you have handled it in an unacceptable way or damaged it, you must pay Pandora an appropriate amount.
Returns under the Pandora website enhanced cancellation policy
In addition to your rights under the Consumer Contracts Regulations, if for any reason you are not completely satisfied with your purchase from the Pandora website, you can return non-sale Products purchased from the Pandora website within 30 days of receipt of the Products for a refund, but to do so you must follow the free Returns Process.
Once Pandora has received and validated any returned Products, Pandora will send you an email to confirm the validation. Your refund will be processed within 14 (fourteen) days of Pandora’s email to you confirming the receipt and validation of your returned Product.
Any Product returned under the Pandora website enhanced cancellation policy must be in a new, unworn and resaleable condition and Pandora reserves the right to refuse a refund where the Product is returned damaged or showing signs of use or wear.
Please note that these enhanced return rights do not apply to sale Products or to any Excluded Products. This does not affect your rights in law as a consumer including your right to return products under the Consumer Contracts Regulations and your right to return faulty products under the Consumer Rights Act 2015.
The Pandora website does not accept returns or exchanges of: (i) Pandora Gift Cards or eGift Cards; (ii) products purchased from any Pandora store, Pandora concession store, Pandora outlet store, from stores which do not exclusively sell Pandora products, or from any overseas Pandora store; (iii) any bespoke or customised products.
Returning Products that are faulty or not as described
Please see section 14 (Consumer Warranty (Guarantee)) below for more information about your rights in relation to Products that are faulty or not as described.
If you need to return any Product because you believe it is faulty or not as described, but the deadline for returning the Product under the Consumer Contracts Regulations and the Pandora website enhanced cancellation policy (if applicable) have expired, you must contact the Customer Care Team for further assistance before returning your product, either by either by using our contact us form, by telephone to the Freephone number 0808 2345 431) check opening hours here or by ordinary mail to Pandora at PFS Conexus, Unit 7 Mountpark Southampton Wide Lane, Southampton, SO18 2NQ.
Once you have returned your Product in accordance with our instructions and your refund has been approved by Pandora, Pandora will refund in full the price of Products (including sale Products) that are faulty or not as described, together with all applicable delivery charges (including any premium paid for non-standard delivery), and any reasonable costs you incur in returning the item.
Exchanges through the Pandora website
Products purchased from the Pandora website (including sale items) can also be exchanged in a Pandora store and certain Pandora stockists within 30 days from purchase, but only if you wish to exchange it for the same product in a different size or for a different product of exactly the same value. Please be aware that Pandora stockists have their own exchange policy which may differ to Pandora's, please contact the stockist directly for details.
Due to a higher than usual volume of enquiries, we have temporarily suspended Product exchanges through the Pandora website. This means that you cannot exchange Products through the Pandora website. However, you may return Products to the Pandora website using the Consumer Contracts Regulations process set out above.
If you do not return a Product (or, if a Product sent using the free Returns Process fails to arrive and you are unable to provide proof of postage), Pandora reserves the right to refuse a refund.
If you participate in a Pandora promotion additional terms apply. For more information please read our Promotion FAQs.
14. Consumer Warranty (Guarantee)
THIS GUARANTEE GIVES YOU SPECIFIC RIGHTS. IT IS OFFERED AS AN ADDITIONAL BENEFIT TO YOUR RIGHTS UNDER LAW. YOU ALSO HAVE OTHER RIGHTS UNDER LAW WHICH MAY VARY FROM COUNTRY TO COUNTRY.
You can find out about your legal rights and remedies by contacting your local consumer advice service. In particular, the Pandora website has a legal duty to supply products that conform to the contract made with you. Nothing in this Guarantee will replace or lessen any of your legal rights or remedies.
Products sold by the Pandora website include a guarantee for Products that are faulty or not as described during the periods set out below for various Product types:
• 2 years from the original date of purchase for silver jewellery
• 2 years from the original date of purchase for gold jewellery
• 2 years from the original date of purchase for Pandora Rose and Pandora Shine jewellery
This means you can request a repair or replacement free of charge if the Products turn out to be faulty or not as described during this period. Pandora will repair your Product or replace it with a Product of identical or similar characteristics, except as set out below. Pandora may at its own discretion replace your Product under this Guarantee whether or not a repair of your original Product is possible. If Pandora chooses instead to repair your Product Pandora may do so with new or refurbished components.
If your Product is faulty or not as described but you do not want Pandora to repair or replace your Product, you may have a legal right to reject the Product and receive a refund. Please see 'Returning Products that are faulty or not as described' (above) for further details about how to return Products to Pandora that are faulty or not as described.
If the Product cannot be repaired or replaced within a reasonable time or without inconvenience, you may request a refund or price reduction. Refunds, if authorised, will usually be made using the same payment method originally used by you to pay for your purchase.
Please retain your Order Receipt Confirmation or pass it on to the gift recipient as the original proof of purchase is the warranty under which this Guarantee operates. If the Order Receipt Confirmation is not available, a credit card or bank statement showing the relevant transaction will suffice. This does not affect your rights in law as a consumer.
This Guarantee does not cover normal wear and tear or damage caused by accidents, mishandling, improper use (such as knocks, dents, crushing etc.).
Repairs (or attempted repairs) to Products other than by Pandora will void this Guarantee whether or not damage has been caused by such repair or attempted repair.
If your Product is repaired or replaced by Pandora under this Guarantee, the new item will benefit from the remainder of the term of this Guarantee (calculated from the date of the original purchase of the Product). The period of this Guarantee shall not be extended whether or not your Product is repaired or replaced.
Wearing counterfeit charms, charms from incompatible Pandora collections or charms by other brands on your Pandora bracelet could damage the unique threading system and if such damage is caused, it will not be covered by this Guarantee.
Pandora warrants to you that any Product purchased from the Pandora website is of satisfactory quality and fit for all the purposes for which products of the same kind are commonly supplied.
Pandora is only liable for foreseeable loss and damage. Pandora is not responsible for any loss or damage that is not foreseeable. HOWEVER NOTHING IN THESE SALES TERMS AFFECTS YOUR LEGAL RIGHTS AS A CONSUMER. TO THE FULL EXTENT PERMITTED BY LAW, THE TOTAL LIABILITY OF PANDORA AND PANDORA A/S SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID FOR THE PURCHASE OF THE APPLICABLE PRODUCTS PLUS DELIVERY FROM THE PANDORA WEBSITE.
In particular, nothing in these Sales Terms excludes or limits in any way the liability of Pandora:
• for death or personal injury caused by Pandora's negligence;
• for fraud or fraudulent misrepresentation;
• under section 2(3) of the UK's Consumer Protection Act 1987 or for any breach of your consumer rights relating to products; or
• for any matter for which it would be illegal for Pandora to limit or exclude, or attempt to limit or exclude, liability.
If any provision of these Sales Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed severable (deleted) from these Sales Terms and this will not affect the validity and enforceability of any remaining provisions.
17. Contact Details
Pandora's Customer Care Team will assist you with any Pandora website order related questions or complaints. You can contact the Pandora Customer Care Team in the following ways:
• via the contact us form on the Pandora website;
• by FREEPHONE* 0808 2345 431 check opening hours here or
• in writing to Pandora Jewellery UK Limited at Ecommerce Department, 33 George Street, London, W1U 3BH.
Pandora will endeavour to resolve any complaint you may have. If Pandora is unable to resolve a dispute, either party is entitled to seek further recourse through the ODR Platform Operated by the European Commission, the ODR Platform is an online platform providing businesses and customers in the European Union with a forum for resolving online sales disputes without the need to go to court. The dispute resolution services available on the Platform are provided free of charge, although neither party is under any obligation to participate.
18. Transferring rights and obligations to another person or organisation
These Sales Terms are binding on you and Pandora. It will also be binding on any person or organisation to which Pandora might transfer its rights and obligations to.
You may not transfer or otherwise dispose of your contract with Pandora, or any of your rights or obligations arising under it, without Pandora's prior written consent.
Pandora may transfer or otherwise dispose of a contract with you, or transfer any of Pandora's rights or obligations arising under it, at any time. If you have an outstanding order with Pandora at the time of any such disposal or transfer, you will be contacted if Pandora and you may cancel your outstanding order if you do not want to proceed.
19. Third Party Rights
Other than Pandora A/S, any person who is not a party to the contract between you and Pandora is not entitled to enforce any of its terms.
20. Intellectual Property Rights
The content on the Pandora website including all jewellery design, copyright, trade marks and other intellectual property rights it contains, including the name Pandora is the sole property of Pandora or its licensors.
21. Data Protection
If Pandora fails, at any time, to insist that you comply with your obligations under these Sales Terms, or if Pandora does not exercise any of its rights under these Sales Terms, this does not constitute a waiver of such rights and does not mean that you are free to ignore your obligations. Pandora can still require you to comply at a later date.
23. Entire Agreement
These Sales Terms and any document that we have referred to within them (including via hyperlink) represent the entire agreement between Pandora and you and takes precedence over any other previous agreement or representation made to you whether oral or in writing.
You acknowledge that, in entering into a contract with Pandora, you have not relied on any representation or promise given by Pandora or anyone else except as set out in these Sales Terms.
24. Governing Law and Jurisdiction
These Sales Terms and your purchase of Products from Pandora through the Pandora website shall be governed by and construed in accordance with the laws of England.
Any dispute or claim arising out of or in connection with these Sales Terms or your purchase of Products from Pandora (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the English courts. If you are a resident of Northern Ireland, Scotland or Wales you may also bring proceedings in your local courts.
Last updated August 20, 2020